In a significant move to advance digital transformation, Telefónica is set to integrate its generative AI solution, GenAI, into the operations of security firm Prosegur. This enhancement targets 24,000 employees spread across Spain, Portugal, and Latin America, including countries such as Argentina, Brazil, and Mexico. By introducing GenAI, Telefónica aims to improve workplace efficiencies and offer more personalized employee support.
Five years ago, Telefónica implemented the Smart Workplace All solution for Prosegur. This was a digital workplace management initiative that included omnichannel and multi-language support. Now, GenAI builds on this infrastructure to offer intelligent assistants and collaborative tools. The addition of GenAI allows for the detection of recurring performance issues like disk space shortages, slow system startups, and email service interruptions. By identifying anomalies early, the system can resolve issues efficiently and even prevent them.
María Muñoz, Director of Industry, Services, and Retail at Telefónica Spain, emphasizes that this technology not only aids in resolving issues but also enhances user satisfaction. “Smart Workplace All in One allows Prosegur to offer a solution with unified management and common governance. This automates processes, reducing service and waiting times significantly,” she said. GenAI represents a leap in capability, focusing on both issue resolution and prevention.
Javier Castaño, Director of Workplace IT at Prosegur, acknowledges the potential of AI to revolutionize internal services. “Our collaboration with Telefónica in AI development promises a more efficient, personalized service for our employees, thereby improving customer service,” Castaño states. He highlights Prosegur’s commitment to responsible AI usage, ensuring safety and alignment with corporate values.
